EXPRESSDESK® for iSeries

Problem and Incident Management

  • OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
    OVERVIEW
  • KEY FEATURES
    KEY FEATURES
    KEY FEATURES
    KEY FEATURES
    KEY FEATURES
    KEY FEATURES
  • RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES
    RESOURCES

OVERVIEW

The effective management of software problems and incidents can have a direct impact on how well applications are maintained over their life span. A solution that works in tandem with your corporate change management processes will provide many benefits, such as ease of control, seamless workflow, and audit compliance.

EXPRESSDESK® for iSeries v100 ensures effective end-to-end incident tracking and reporting. The system optimizes technical support efficiency by combining a full-service IT helpdesk with browser-based end user self-service.

End users get a fast and easy way to find answers to their own technical questions, enter requests, and track the progress of their issues. Meanwhile, your IT staff can invest their time in more challenging and higher priority issues.

KEY FEATURES

  • Full service IT helpdesk
    Increase helpdesk productivity and efficiency with expedient root-cause problem determination.
  • Browser-based end user self-service
    Simplify helpdesk processes with corporate-wide issue logging and tracking for your end users.
  • Unified knowledge base
    Improve end user self-sufficiency with easy access to issues that are already reported and answered.
  • Customizable interface
    Align browser-based styling with your corporate standards for a consistent website, intranet, and extranet presence.
  • Workflow support
    Expedite incident processing using workflow rules that target the appropriate technical staff from the outset.
  • Email messaging
    Enhance communication with automatic email notifications at key stages of your incident workflow.
  • Service level escalations
    Ensure your deadlines are consistently met using escalation rules that prioritize incidents.
  • Time tracking
    Pinpoint problem areas, identify training requirements, and document billable time.
  • Audit compliance
    Preserve the details of every incident for historical analysis and to aid painless audits.

RESOURCES

View our related application lifecycle management solution:

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